Integrate Webex Contact Center with Microsoft Teams

Publisher

Cisco

URL

https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams

Published

2026-08-03

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Cisco website terms; no-redistribution; short excerpts and locators only

Source notes citing this source

• To set up the Microsoft Teams connector, the administrator needs a Microsoft Azure account that holds the Global Administrator or Privileged Role Administrator role. in context
• To create the connector, sign in to Control Hub, open Contact Center under Services, open Integrations under Tenant Settings, choose Set Up on the Microsoft Teams connector, then choose Authorize, sign in with Azure credentials and accept the requested permissions. in context
• To deactivate the connector, choose Deactivate from View/Edit details and confirm the pop-up. The status changes to Inactive, and the same path reactivates it. in context
• Deleting the connector removes it from Webex Contact Center, but the Microsoft Azure authorization stays active. Cisco tells administrators to delete the enterprise application from Microsoft Azure as well. in context
• The Microsoft Teams connector must be deactivated before it can be deleted. Deleting it removes all integration with Microsoft Teams. in context
• Turning on the optional Display user details toggle in the connector's Desktop features section lets agents see experts' presence and search Microsoft Teams users by name, department and role when they start a consult or transfer. in context
• The Microsoft Teams states that can be mapped to Webex Contact Center are Do not disturb, On a call and Presenting. in context
• The Microsoft Teams connector is compatible with the next-generation media platform. It may work on other media platforms, but Cisco TAC supports it only on the next-generation media platform. in context
• The Contact Center connector article does not name the Microsoft Graph permissions accepted during Authorize. Because the connector depends on the Calling presence sync toggle, administrators may also need the Cisco Call presence consent, but no Cisco source confirms this. inferred in context
• When the Microsoft Teams connector is created, the system automatically turns on the Presence sync toggle in the Microsoft Teams integration settings under Calling services. in context
• If an administrator turns off the Presence sync toggle, the integration is disrupted and the Microsoft Teams connector does not work properly. in context
• The Presence sync toggle is in Control Hub under Services > Calling > Settings, on the Webex App tab, in the Microsoft Teams integration section. in context
• The final step of Cisco's state synchronization procedure is to turn on the matching toggle (Microsoft Teams or Webex App) in the desktop profile. in context
• Cisco says the Microsoft Teams connector lets Webex Contact Center agents find the right subject matter expert, see whether that expert is available, and contact them for help. in context
• Only subject matter experts who have a business phone number assigned appear in the agent's search list. in context
• The Cisco articles describe no group-based, department-based or other scope filter for the expert directory. The only documented control over which Teams users agents can find is whether the user has a business phone number. inferred in context
• To turn on presence synchronization, open View/Edit details on the Microsoft Teams connector (Contact Center > Tenant Settings > Integrations) and turn on State synchronization in the Desktop features section. in context
• After authorization completes, the Microsoft Teams connector shows the status Active. in context
• Supervisors, as well as agents, can connect with subject matter experts in real time through the Microsoft Teams integration. in context
• After synchronization has started, presence can take up to 12 seconds to synchronize between the two platforms. in context
• Cisco's example: when an agent is on a non-contact-center call in Microsoft Teams, the agent's status is synchronized into Webex Contact Center Desktop and calls are not routed to that agent. in context
• When an agent signs in for the first time, presence may take up to 40 minutes to start synchronizing. in context
• If the agent, a supervisor, RONA or any other cause unrelated to presence set the last Desktop state, the next state received from Microsoft Teams is not applied. in context
• Presence synchronization updates the agent's presence on both platforms automatically, which lowers the chance of RONA. Agents no longer have to set themselves unavailable by hand when they are busy with non-contact-center work. in context
• If presence sync triggered the last state change, the next transition back to Available or Idle through presence sync happens as expected. in context
• When a call is active in Microsoft Teams, presence synchronization automatically sets Agent Desktop to the Idle state. in context
• Cisco lists two requirements for Microsoft Azure user accounts: a business phone number in E.164 format, and a job title and department. in context

Cite this source record

APA

WarmTransfer. (2026, August 3). Integrate Webex Contact Center with Microsoft Teams. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-n1sztxbb-wxcc-teams-integration-b

BibTeX

@misc{warmtransfer-cisco-help-n1sztxbb-wxcc-teams-integration-b,
  title  = {Integrate Webex Contact Center with Microsoft Teams},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-n1sztxbb-wxcc-teams-integration-b},
  note   = {Cisco, accessed 2026-09-30}
}